no default on impact and urgency

kirst · ‎07-31-2018

Hi

I would like to remove the default P4 when incidents are logged by the service Desk team as they are not always changing this to the correct impact and urgency. Can this be done?

simonbergstedt · ‎07-31-2018

palmen already posted it above so you can look at that. I also have the same reservation regarding the potential impact and that it would best to solve it in some other way, like people actually doing what they are supposed to do which is to think about the impact and urgency despite it having a default value. But since servicenow is easier to change than people I get why you want to do it 🙂

That said to lessen the impact of it you could use Dictionary overrides so that the mandatory and default value (none that is) is only for the incident table and all other tables that extends the task-table.

https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/data-dictionary-tables/task/t_DefineADictionaryOverride.html

View solution in original post

scott barnard1 · ‎07-31-2018

Hi Kirst, yes it can be done but if the team isn't addressing the impact and urgency then that's more of a process fail with the team.

Key part of the process is to make a call on priority on reception.

However are you looking at just changing the default or forcing a change to the impact and urgency fields?

Regards

kirst · ‎07-31-2018

Hi Scott

I would like to force the change to impact and urgency as it defaults Low Low P4. I agree this is a process issue but if I can force a change as well its a win win

palmen · ‎07-31-2018

You could change the choice list specification to be dropdown with None, and then set none as default and make the field mandatory. By doing that you force the users to select a value.

WARNING: By changing this field since it's on Task table it'll reflect to all tables (extended from Task) using this field. So I wouldn't recommend doing this unless you really have to. You'll change the OOTB behaviour.

Another solution could be to have a confirm popup if they save it with low/low without changing the values. It's not a good solution either since they would have to confirm every time it's actually a low/low incident. I would be very annoyed with such a solution if I had to be an agent using it.

The best solution is to make sure the agents are following your processes. Don't fix ServiceNow to handle bad behaviors of your workers. That's my approach at least.

scott barnard1 · ‎07-31-2018

Form Design

Impact and Urgency set defaults to the ones you want or it's a more a script to force a change